Human and Robotics Copresence and Coproduction in The Contemporary Service Encounter

Prof. Laurie WU, Associate Professor, Temple University

Date:         7 December 2022 (Wednesday)
Time:        10:30am – 11:30am
Venue:      Online via Zoom
Host:         Prof. Yuansi HOU, Associate Professor in International Integrated Resort Management
Zoom Link: https://umac.zoom.us/j/92790929178


Amid the proliferation of service automation, the interactive balance between human and robotics in the contemporary hospitality service encounters has accumulated a plethora of practical and scholarly interest. This presentation shares a series of recent work centered on human and robotics copresence and coproduction in the contemporary service encounter, addressing three specific research questions: How does robotic involvement contribute to valuable customer experiences in the service encounter? When and why does robotic coproduction lead to higher levels of consumers willingness to pay more? Finally, how to leverage human touch to supplement a robotics-driven service experience? Altogether, this presentation aims to explore the future of technology-centered innovations happening at the contemporary service encounter and to discuss how innovation and heritage can be fused in the curation of excellent service experiences.


Prof. Laurie WU is Associate Professor at Temple University. She received her PhD from The Pennsylvania State University. Her works have appeared in major journals including International Journal of Hospitality Management, Journal of Hospitality & Tourism Research, Journal of Business Research. Also, she is the editorial board member of Journal of Travel Research, Journal of Hospitality and Tourism Research, Journal of Hospitality and Tourism Insights and Service Marketing Quarterly.

All are welcome!